6 Years with Research Operations at Bukalapak: A Collective Journey
Six years ago, we started with a blank slate. There are no systems, no playbook — just the determination to build something meaningful. Looking back, the journey was anything but easy, but it was worth every challenge.
Building an operational system from scratch is no easy feat, but it becomes an incredible journey. In the Research Operations team at Bukalapak, we’ve embraced a simple yet powerful principle: try, fail, and try again.
Through countless iterations, we developed a structured recruitment process, reducing our SLA from 5 days to just 3 days. For user research with Mitra-type users, we introduced a panel recruitment system that cut the SLA down to only 1 day — a game-changer in our research team. Efficiency also became a key focus, leading us to shift from vendor-based recruitment to internal recruitment, saving 66 million IDR across 5 projects in 2023 and 36 million IDR across 6 projects in 2024.
Another key value that shaped us is “Jangan Baper, lihat data.” (“don’t take it personally, trust the data”). This mindset helped us stay focused on measurable outcomes, from continuously improving recruitment SLA metrics to achieving significant cost savings in research operations. Numbers don’t lie, and they’ve guided us to make decisions we can stand behind.
But beyond the systems and numbers, what truly made this journey unforgettable is our culture of Gotong-royong and fun. Research Ops at Bukalapak was never just about processes — it was a safe playground for innovation. From last-minute participant recruitments to unexpected research pivots, we tackled challenges together, with laughter, trust, and a shared mission.
To my amazing teammates — Devita, Khai, Ethan, Cibeng, Icha,Jeje, Aya , Ratna, Fachri— and everyone else who has been part of this journey, you’ve been the heart of this experience. Your dedication, creativity, and energy made these six years incredibly special.
As we step into new challenges, I hope we carry with us the courage to keep growing, the drive to keep contributing, and the trust in our incredible potential.
What about you? If you’re in Research Ops or UX Research, what’s one principle that has shaped your work the most? Let’s exchange insights!
Here’s to even greater things ahead! 🚀
#ResearchOperations #TeamCulture #DataDriven #Innovation #Gratitude
